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The Connected Approach: Delivering Better Customer Service At Scale
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Posted by: cjennings20 on Tuesday, April 7, 2020

For 77% of insurance providers, better, faster, more intuitive service and better customer retention is the stated goal. These companies have their focus where it should be because the research shows clearly that it is the quality of the customer experience that drives growth, grows profits, and cultivates loyalty.

These companies are responding to our ground-breaking report; The Connected Insurance Report for insights and strategies from leading carriers. Here, top insurance providers are learning how to speed up improvements in customer engagement with the most effective strategies available.

The Connected Approach pairs customer-facing technologies with advanced information technology to make existing insurance companies more attentive to the customer’s thoughts and needs, more responsive, and vastly more intuitive.

We listened to over 1,200 industry executives, gathering thought leadership from industry leaders like AXA, American Modern, Manulife, and more.

Here’s a brief sample of what they told us:

  • Providers must understand and interpret changing customer expectations: As competition from challenger brands and other sectors intensifies, providers must leverage the tools to satisfy and exceed rising customer expectations

  • Providers need to leverage non-traditional modes of communication such as SMS, chatbots and mobile apps as more than just a means of improving customer communication, but also as powerful new sources of market intelligence

  • Providers must develop and maintain the human touch: Maximize the expertise of your team with the optimized tools and the available case studies which demonstrate their success

The connected approach is about filling in the gaps in customer service with intelligent tools that deliver real answers and to engage real professionals at the right time - when the customer needs it most.

At a time when customers expect convenience, and fierce competition from all angles is on the rise, it is no longer enough to rely on loyalty or brand recognition. Does your digital innovation strategy take customer experience to the next level?

The world’s most competitive insurers are working with Insurance Nexus right now to build out these systems and develop these capabilities, while the rest are putting their customers on hold.

To learn more about how the connected approach is driving innovation and boosting customer experience, see our detailed report on The Connected Approach by Insurance Nexus, here.


This report is being run in association with the upcoming Connected Insurance USA 2020 Summit, an event by Insurance Nexus, a Reuters Events Company. Expecting more than 700 attendees from across the North American insurance ecosystem, Connected Insurance USA is the premier gathering for insurance leaders Providing you with strategies to transform each core pillar of Product Development, Innovative Tech and  Customer Engagement to deliver what the connected customer is demanding: personalized products, real-time engagement and seamless service. For more information, please visit the website or get in touch with a member of the Insurance Nexus team.



Ira Sopic
Global Project Director
Insurance Nexus

+ 44 (0) 207 422 4363
[email protected]


About Insurance Nexus

Situated between London's Silicon Roundabout and the City, Insurance Nexus is at the innovative heart of an industry undergoing significant disruption and innovation. Insurance Nexus is the central hub for insurance executives. Through in-depth industry analysis, targeted research, niche events and quality content, the team provides the industry with a platform to network, discuss, learn and shape the future of the insurance industry.




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